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MetricEdge, ITIL, BMC Remedy Dashboard, Incident Management, Report List

MetricEdge, ITIL, BMC Remedy Dashboard, Incident Management, Report List

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Published by pankaj
This give list of some reports that can be generated from MetricEdge, Business Intelligence for IT
This give list of some reports that can be generated from MetricEdge, Business Intelligence for IT

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Categories:Types, Brochures
Published by: pankaj on Nov 13, 2012
Copyright:Attribution Non-commercial

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05/15/2013

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 www.vyomlabs.com info@vyomlabs.com
Reports’ Snapshot
 
KEY FEATURES:
In built static and drill downreports based on good practices(ITIL, COBIT, ISO 20000)
Ability to build Ad-hoc reportseasily
Dashboard for higher levelexecutives
Built-in Integration withmultiple data sources includingdata from multiple ITSM/BSMvendor solutions (e.g. BMCRemedy ITSM, OTRS, HP ServiceManager, SAP SolutionManager, IBM Tivoli etc.)
Combined reports
Data model to accommodatecurrent and future needs of reports and dashboards
Granularity of access controls
Scheduling and distribution of reports.
MetricEdge is built on the OracleBusiness Intelligence platform
Allows access of information,assess it, identify issues,diagnose causes, and act tocorrect issues
Business Intelligence for IT 
 
 www.vyomlabs.com info@vyomlabs.com
Reports’ Snapshot
 
S No Out of Box Report Name DescriptionIncident Management
1Incidents by Service Type andPriorityCount of Incidents group by Priority and bifurcated byService Type2Incidents by Support Company andPriorityCount of Incidents assigned to Support Company byPriority3 Incidents by Status Count of Incidents raised over a time period by Status4Pending Incidents by StatusReasonBifurcation of Pending Incidents by Pending Reason5 Trend Report by Priority Monthly/Weekly Trend of Incidents by Priority6 Mean Time To RespondAverage time required to respond the incidents onceassigned versus week7Incidents Trend by ReportedSourceMonthly/Weekly Trend of Incidents by Reported Source8 Incidents by Cause Code Shows Incidents Summary by Cause Code9 Incidents by Resolution Code Shows Incidents Summary by Resolution Code10 Priority & Status wise Incidents Incidents Raised group by Status and Priority11Top Issues by OperationalCategory(Tier2)Shows for which category (Tier2) most number of requests raised over a given time period.12Top Issues by OperationalCategory(Tier3)Shows for which category (Tier3) most number of requests raised over a given time period.13Top issues by Operational andProduct CategoryShows for which category most number of requests raisedover a given time period.14Top issues by Operational andResolution CategoryShows for which category most number of requests raisedover a given time period.15 Trend Report for Incident VolumeNumber of Incidents Created, Number of Incidents ClosedVersus Month/Week16MTTR (Mean Time to Resolve) forIncidentsTrend report of Average time required to resolvedincidents by week17Resolution Time Analysis forIncidents by PriorityIncident Summary, Resolution Time in Days(Interval)Grouped by Priority
 
 www.vyomlabs.com info@vyomlabs.com
Reports’ Snapshot
 
S No Out of Box Report Name DescriptionIncident Management
18Resolution Time Analysis forIncidents by ImpactIncident Summary, Resolution Time in Days(Interval)Grouped by Impact19 Engineer wise Incidents ResolutionSummary of incidents resolved engineer-wise for aselected date range20 First Line Resolution ReportIncidents resolved by Help Desk (by First point of Contact)21 First Call Ratio ReportIncidents which are reported via Phone Resolved by HelpDesk within 15 minutes22 Category wise Incident Resolutionsummary of Incidents resolved as per category for aselected location, category and date range(Operational/Product/Resolution Category)23Open Incidents by SupportCompany & PriorityDisplay the Open Incident Tickets Priority wise w.r.tSupport Company for selected date range24 Open Incidents by Status Open Incident by status till now and by Support Group25 Age of Open Incidents Age of Open Incidents of Age Buckets26 Age of Pending Incidents Age of Pending Incidents by Age Buckets27 Priority wise Incidents Count of Incidents by Priority28Percentage of Incidents loggedusing Automated ToolsIncidents which are Logged by Automated Tools i.e.whose service type is 'Infrastructure Event'29 Location wise Incidents Count of Incidents by Location and Month30 Category & Priority wise IncidentsCount of Incidents by Category and Priority(Operational/Product/Resolution Category)31 Incident Effort Duration Incident Details with Business Hours required to Resolve32 Call Status Report Incident Details over a given time period

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